What are the responsibilities and job description for the System Admin Mid-Level Contractor Duties EEM Support position at Refulgent Technologies Inc.?
Job Details
Job :System Admin Mid-Level Contractor Duties EEM Support
Location:Raleigh NC 27609 ,USA
Onsite North Carolina
Supports 14 state agencies under NCDIT Enterprise Endpoint Management Operations
Provide desktop and endpoint support services to 14 agencies utilizing NCDIT services.
Perform both onsite and remote desktop support to ensure uninterrupted service delivery.
Assist the EEM Operations team in delivering high-quality IT support to customers serving the citizens of North Carolina.
Position is budget-approved and required to maintain operational excellence.
Responsibilities
Provide desktop support using strong customer service and communication skills for technical and non-technical users.
Perform PC replacements, imaging, provisioning, and hardware setup.
Provide remote support including troubleshooting and software installations.
Support Windows OS and Microsoft 365 (M365) environments.
Support mobile devices and Apple (Mac) devices.
Track onboarding, shipping, and asset activities based on customer requests.
Perform asset inventory and asset record analysis.
Follow asset management processes to ensure accurate customer billing.
Document all work activities and resolutions in ServiceNow.
Test Intune processes and provide feedback to the Tier 3 team.
Test system upgrades and software changes.
Install software in accordance with security and internal policies.
Troubleshoot hardware and software issues and provide user guidance during resolution.
Assist with developing team processes and maintaining a knowledge base.
Work with vendors to manage hardware warranty cases.
Collaborate with internal teams on technical and operational issues.
Participate in special projects as required.
Required Skills & Qualifications
Moderate hands-on experience with Windows OS and Microsoft 365 (M365).
Experience with hardware imaging and provisioning.
Experience supporting desktop, laptop, mobile, and Apple (Mac) devices.
Basic understanding of:
Intune
MECM
Active Directory
Tanium
BeyondTrust
Experience using ServiceNow or similar ticketing systems.
Strong troubleshooting and problem-solving skills.
Excellent customer service and communication abilities.
Strong organizational and documentation skills.
Ability to work independently in an onsite support environment.
Preferred Skills
Experience supporting multiple agencies or enterprise-level environments.
Knowledge of endpoint management and process improvement activities.
Experience working in government or public-sector IT environments.